The intent in Scenario 5 is to provide a mechanism whereby consumers can go on-line to check the status of their repair -- instead of calling your office (unlike Scenarios 1 through 4, this one is not yet ready).
A variation of this capability has been operational since 2003, but it's been based on a set of mechanisms that are older than those otherwise discussed here. It's our intent to re-do the capability, and make it integral with the modernized setup as here discussed.
Present thinking is that, after any visit in which the repair was not completed, ServiceDesk will generate an email something like the following:
Dear Sir or
Madam:
We are sorry your repair could not be completed during this last visit.
We understand you are anxious. Please be assured we are doing everything
possible to expedite the process. If at any time you wish to check on
progress, please click on this link:
http://sched.rossware.net/?c_id=1001&StatusID=72851
It will take you to a progress page, that updates status on your job as we
work to complete it.
Sincerely,
The Staff at John Doe Service, Inc.
360-427-6000
If you want to try the link, we'll show you what we're presently envisioning for presentation to the consumer.